IT Support Specialist

1 week ago


South Jordan, Utah, United States Russell Tobin Full time

Company Overview: Russell Tobin is a leading staffing firm specializing in providing top-tier talent for various industries, including finance and technology.

Position: Technical Support Representative/Service Desk Agent

Location: Remote

Contract Duration: 6 months

Compensation: $19.17/hour - $21.00/hour on W2.

Role Overview: The Technical Support Representative serves as the initial point of contact for users reaching out to the IT Service Desk. This position requires outstanding customer service abilities, technical knowledge, and the capacity to address a variety of software and hardware-related challenges. The Service Desk Agent plays a crucial role in ensuring prompt resolution of user issues while maintaining accurate documentation and actively contributing to process enhancements.

Key Responsibilities:

Customer Service Excellence:

  • Handle incoming calls and inquiries, ensuring a high level of customer satisfaction.
  • Listen carefully to users to accurately identify and diagnose their issues.
  • Exhibit empathy towards users' situations, demonstrating urgency in resolving problems.
  • Create detailed and precise documentation for each client interaction, problem, and incident.
  • Effectively manage and resolve conflicts to ensure user satisfaction.

Technical Support:

  • Deliver high-quality technical assistance related to enterprise software and hardware.
  • Evaluate, triage, research, and resolve incidents and requests concerning application software and infrastructure components.
  • Conduct diagnostic procedures, troubleshooting, and recovery for hardware and software issues.
  • Install, modify, and repair computer hardware and peripherals as necessary.

Process and System Management:

  • Utilize knowledge base tools, personal expertise, and available resources to resolve issues efficiently.
  • Identify opportunities to streamline and automate service desk processes for improved efficiency.
  • Maintain meticulous attention to detail and ensure follow-through on all tasks and commitments.
  • Demonstrate a thorough understanding of technology and apply this knowledge to support various systems effectively.

Communication and Collaboration:

  • Build rapport and trust with end-users through a professional and empathetic approach.
  • Communicate effectively with users, providing timely updates on issue resolution progress.
  • Collaborate with internal teams and stakeholders to provide guidance, support, and maintain a unified approach to service delivery.

Availability and Flexibility:

  • Provide after-hours and weekend support as required, under general oversight.
  • Exhibit flexibility in working variable shifts, including evenings, weekends, and public holidays.

Qualifications:

  • Exceptional customer service and communication skills.
  • Two to five years of relevant work experience in a fast-paced, complex, and high-tech environment.
  • Preferred experience in a technical support role, though not mandatory.
  • High school diploma or GED required; relevant work experience considered.
  • Ability to diagnose and resolve problems efficiently in a complex environment.
  • Self-motivated with the ability to work independently and thrive in high-pressure situations.
  • Willingness to adapt to changing schedules and work requirements.

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